Analysis of Service Quality of Private Hospital in Bangladesh

Analysis of Service Quality of Private
Hospital in Bangladesh
Analysis of Service Quality Of Private Hospitals In 1

Bangladesh
To
Shahirar Akter
Department of Business Administration
East West University.
43 Mohakhali C/A
Dhaka-1212
Sir
We are very pleased to submit the assignment you have assigned us. This is final
part of our research project include the methodology of our research, results of our
findings, recommendations. After finishing the assignment, we think we have
gathered practical knowledge how to conduct research.
Thank you very much for giving us such kind of opportunity to enrich our
knowledge.
Thanking you
-------------------- -------------- ------------------------

Md. Nasimul Islam Ahmed Asif Md. Mahmud Hasan
2002-3-10-002 2002-3-10-017 2002-3-10-016
------------------------ --------------------------- ------------------------------

Ahasan Al Habib Md. Tariqul Islam Md. Nasimul Alam
2002-2-10-068 2002-3-10-031 1999-1-10-025

Bangladesh
April 03, 2006
Names:
Md.Nasimul Islam,
Ahasan Al Habib,
Ahmed asif,
Md. Mhamud Hasan,
Md. Tariqual Islam and
Md. Nasimul Alam
Dear student
Letter of authorization
As part of your MKT-414 course you are requested to do a research project.

Collect and analyze the data and prepare a report on the topic. “Private Hospital
Service in Bangladesh”
Submit the report on or before April 13, 2006 and present it before the class.
Thank you
Sincerely
Shariar Akter
Senior Lecturer
Department of Business Administration
East West University

Bangladesh
List of Tables
Name of the table Page number
Table1: Number of private hospital in Bangladesh 19
Table 2: carelessness of doctors in different private 22
hospitals
Table 3: Respondents of Depth interview 25
Table 4: Area of respondents 28
Table5: Gap score of dimension 37
Table of correlation among five dimensions 40
Table6:One Sample T-test for Reliability Dimension 49-53

Table7: One Sample T-test for Responsiveness 54-56
Dimension
Table8:One Sample T-test for Assurance Dimension 57-60
Table9:One Sample T-test for Empathy Dimension 61-64
Table10:One Sample T-test for Tangible Dimension 65-69
Table11: statistical analysis For Reliability 71
dimension
Table12: statistical analysis For Responsiveness 71

dimension
Table13: statistical analysis For Assurance 71

dimension
Table14: statistical analysis For Empathy 72

dimension
Table15: statistical analysis For Tangible 72

dimension
Table16: descriptive statistic for reliability dimension 73

Table17: descriptive statistic for responsiveness 73
dimension
Table18: descriptive statistic for Assurance 74
dimension
Table19: descriptive statistic for Empathy dimension 74
Table20: descriptive statistic for Tangible dimension 75
List of Graphs
Name of the graph Page numbers
Graph of percentage of promises completed 49
Bangladesh
Graph of Rate of showing Interest 50
Graph of For doing right service 51
Graph of For keeping promises 52
Graph of inform customer about service available 53
Graph of prompt service 54
Graph of willingness to provide services 55
Graph of respond to patients request 56
Graph of behavior of employees 57
Graph of feeling safe 58
Graph of employee’s courteous 59
Graph of employee know the answer 60
Graph of hospital’s attention to patients 61
Graph of individual employees attention towards 62
patients
Graph of best interest at heart towards employees 63
Graph of understanding specific needs 64
Graph of hospital’s modern looking 65
Graph of visually appealing of physical facilities 66
Graph of cleanliness of employees 67
Graph of visual affect of service materials 68
Graph of maintaining visiting hours 69
Table of content
Name of the topic Page numbers
Executive summary 7
Problem definition 8
Approach to the problem 8
Research design 9-26
Data analysis 26-27
Results 28-37
Limitations and caveats 38
Conclusion 39
Recommendations 40-41

Bangladesh
Appendix 42-47
Exhibits 48-74
Executive summary
To prepare this quantitative research paper we have collected data from different primary
and secondary sources. And we have followed a sequential manner to prepare our
research paper. We have started our research paper with background analysis to find the
current situation of this sector. Then we identified the problem statement for this project
than the objectives of research both broad and specific then we developed the research
questions and based on that we developed some hypothesis for our research project. .later
that part we discuss the scope of research that means in which part of the country
research will be undertaken. And then we identify the sample size of our research project
and the technique that will be followed to collect the sample from sample elements. After
that we analyze the data that is collected from our respondents though out the different
part of DMC. For data analysis we used parametric method and based on the result of our
analysis we test our hypothesis and we made statistic decision and marketing
Bangladesh
decision. .And finally we present the limitations that we have faced to conduct this
quantitative research project recommendation to improved this sector in Bangladesh. In
back ground analysis we mainly present the present status of private hospital in
Bangladesh, total number of private hospital though out the country and the concept of
private hospitals, and prospect of private hospitals. By improving the five dimensions of
service and than reliability of the hospitals should be improved by keeping the promises
with in certain time, by informing the patients when and where service will be given. And
improving the behavior of employees, and their knowledge to answer the patients query
will improved the assurance of the private hospitals and finally maintaining proper
visiting hours, visually appealing of service materials will increase the tangibles
dimension of private hospitals
Problem Definition
Back ground of the problem:
About 80% people get their health service from private sector. Only 20% people get
health service from Govt. hospital. Although the government has the capacity to provide
60% service, they cannot do it just for the corruption and for inactive function of those
administrations. So there is need foe private hospitals to provide the better service to our
nation.
Problem statement:

Bangladesh
Every research starts with a problem. For our project we should at first identify
problem. Based on that problem we can establish our further action to solve it. Our
problem statement is;
“Patients are not satisfied with the service of Private Hospitals in

Bangladesh”
Approach to the problem:

We approach to the problem by following a sequential manner. First analyze the
secondary data regarding the service quality of private hospitals in Bangladesh. Than we
discuss with the decision makers to know their opinion about this sectors, than we took
FGD and depth interview for this purpose. After analysis of all the aspect we approach to
our problem. Than we develop our problem statement and break it in to broad objective
and specific objective.
Research design
Types of research design:
Research design explains the way research is conduct. As we conduct quantitative

research so it should be conclusive and under the conclusive design we mainly did causal
research. We test the hypothesis and find the difference whether it is positive or negative.
This outcome is conclusive and management can make their marketing decision based on
this research results.
Information needs:

Bangladesh
As our research topic is “Private hospital service in Bangladesh”. To conduct this
research we need the information regarding the private hospitals in Bangladesh. We
collect those informations from the Directorate of Health Bangladesh. From there we
collect the information about the total number of Private Hospital operating in
Bangladesh, number of beds enrolled each of them, (see appendix-list of private
hospitals), what are the requirement to establish a private hospital (See appendix-
license). To gather information from people we conduct two FGD (Focus Group
Discussion) and Depth Interview with the expert of this health arena.

Bangladesh
Literature Review means the analyzing of secondary data that we collect from various
sources. We have collected the secondary data from Internet, Library and other Research
Report.
Service is deeds, processes and performance. The service may include a final, tangible
report, web site and hosting and other service.
More elaborately service can be defined as, “ Service includes all economic activities
whose output is not a physical product or construction, is generally consumed at the time
it is produced, and provides added value in forms (such as convenience, amusement,
timeliness, comfort, or health) that are essentially intangible concerns of its first
purchaser.
(Service Marketing by VALARIE A. ZEITHAML AND MARY JO BITNER)
HOSPITAL: An institution that provides medical, surgical, or psychiatric care and

treatment for the sick or the injured. (Dictionary definition hospital - Yahoo!
Education.htm)

Bangladesh
A hospital today is an institution for professional health care provided in part by
physicians and nurses.
(www.en.wikipedia.org/wiki/Hospitals)
A health facility where patients receive treatment
A medical institution where sick or injured people are given medical or surgical care
(WWW.HYPERDECTIONARY.COM)
Hospital, institution for the care of the sick, maintained by private endowment or public
funds or both. General hospitals minister to all types of illness, while special hospitals are
concerned with only one disease or group of diseases. Many hospitals are maintained
solely for the treatment of military personnel. Once a penthouse for the care of the
indigent and the friendless, with a quality of treatment and nursing from which few
emerged alive, the hospital has flourished with the progress of medicine and surgery.
Towards the end of the 19th century. Hospital care was revolutionized by the discovery
of anesthesia, improvement in sanitation, establishment of hospital nursing schools, and
other advances. Hospitals in large cities have become huge medical centers equipped not
only to treat the ill but also to further the education of the medical staff, train a nursing
staff, perform vital research into the cause and cure of disease, and help the patient with
convalescent and social problems. (Hospital - Facts from the Encyclopedia)
TYPES OF HOSPITALS IN BANGLADESH

health service from Govt. hospital. Although the government ahs the capacity to provide
60% service, they cannot do it just for the corruption and in active function of those
administration. (Source; Bangladesh health nutrition and population Evaluation)
There are mainly two types of hospitals that provide the service to the people of our
nation. They are public hospital and private hospital. Public hospital operate and control
by the government on the other hand private hospital is operate and control by a set of
selected people or by the owners of the organization. Those who fall out side the direct

Bangladesh
control of Government (Bennett 1992). Private ownership generally includes both for
profit and non profit provider. For example private ownership would include health care
facilities owned by individual who seek to earn profit clinics and hospitals owned by the
private employers, and those operate by religious missions and other non government
organizations. Beside that
The vital part of private health service can be mentioned:

• Doctor’s private chambers
• Private clinic and nursing homes
• Private diagnostics services
• Private hospitals
• Private medical college hospitals
• NGO health service
• Harbal & homeopath service
PRIVATE HOSPITAL IN BANGLADESH
Private Hospital and Clinic privately managed organization in which sick and injured
persons are given medical or surgical treatment. A clinic however, usually provides
treatments to non-resident patients. Traditionally healthcare has been an important
activity of the government since the British period and the trend continued after
Bangladesh was created in 1971. During the early 1990s Bangladesh firmly committed
itself to free market economy with the result that the healthcare sector slowly began to
attract greater attention of the private sector. At present, most of the country's hospitals
are in the government sector at different administrative tiers. All of the country's
government medical colleges have hospitals attached for teaching purpose, so also does
the country's single medical university, the Bangabandhu Sheikh Mujib Medical
University.
During the 1990s a class of healthcare clinics offering some hospital services began to
emerge. These in-patient clinics are described by various names: medical centre, nursing
home, hospital etc. These have some properties of a standard hospital, but these are of
relatively small size, usually with 10-50 beds and usually do not have the full range of
Bangladesh
services offered in a standard hospital. Some of these clinics are of general type offering
a spectrum of services relating to treatment and general surgery. But a few are specialized
such as for eye treatment or for cardiovascular ailments. Such in-patient clinics are
mostly located in major cities of the country such as at the six divisional headquarters, 64
district headquarters and 461 Upazila headquarters.
The vast majority of such private clinics and certainly the best ones are located in the
capital city Dhaka; the number being disproportionately smaller compared to the
population size. Two factors may relate to this situation - firstly, the services may be
targeted at the upper middle class and secondly, the country being small in size,
prospective clients for such hospitals can easily come to the capital in a matter of hours
using private or rented motor vehicles. In Dhaka city the number of in-patient clinics at
present will be about a couple of hundred, big and small.
Standard private hospitals are few mostly attached with private medical colleges of which
there are over a dozen operating in the country. There are some fairly old private
hospitals established during the British period. The Kumudini Hospital in Mirzapur near
Dhaka is the country's most well known private hospital and one of the oldest. In recent
years, wealthy people are seen to be in the venture of establishing private hospitals in
memory of some loved ones but their number is very small; only a couple are perhaps
worth mentioning. In addition community-based hospitals are now being established that
are not strictly private, but are operated at non-governmental levels. Some very costly
and modern private hospitals are in the process of being established in the private sector
largely to stop the outflow of patients from the country to India or Singapore where they
hope to receive better treatment.
By far the most prolific development in healthcare took place in the diagnostic sector. Up
until early 1980s, diagnostic services available mostly were of routine type involving
blood, urine and stool examination, some microbiological cultures, routine biochemical
tests, X-rays etc. With the transition to free market economy, demand for a wide
spectrum of diagnostic services increased considerably. Many clinics were established in
the private sector with advanced diagnostic capabilities including imaging, ultra-
Bangladesh
sonography, and tests for hormones, immunological tests and many others. Many of these
newer and sophisticated tests became services of great public demand. But when demand
is high system abuses sometimes surface. Physicians ask for tests that are not highly
relevant for treatment but they do so possibly for client satisfaction and satisfaction of the
business motives of the providers of these services so that the latter may reciprocate
physician's referral through various incentives. (www.Banglapedia.com)
PRESENT STATUS IN BANGLADESH
Bangladesh, with a population of 140 millions, cramped within an area of about 144000
square km, is one of the densest populated areas of the world. It has a scanty
infrastructure and is frequented by natural calamities like floods and cyclones too often.
Bangladesh has only one Doctor per 5000 persons and one hospital bed for 3200 persons.
The per capita annual income is equivalent of US$ 240 and the population density is
about 820 per sq. km. The Government can hardly manage per capita annual expenditure
of about US$ 2.5 on health and family planning. Primary health care is identified as the
key to attain Health for all by the year 2000. Health Services Delivery System follows the
overall strategies and directives for providing optimum Medicare to its population in the
form of curative, preventive and rehabilitative care. The health sector development is
emphasized through adopting various programs in the national development plan with the
purpose of building a network of primary health care services. The goal is to improve
health status of the common masses through reducing morbidity, mortality and poverty
related diseases.

Bangladesh
In terms of infrastructure, Bangladesh has developed relatively well scattered facilities.
At the grassroots union-level one service delivery within a static facility is available for a
unit of 20,000 populations; one Thana (Police Station) level facility services for 200,000
people; one district level facility (District Hospitals and Maternal and Child Welfare
Centers) services for 1.5 million population. One medical-college hospital serves 9.3
million populations. There is a yawning gap between the actual and officially
recommended services in those facilities. The efficacy with which the existing health care
and manpower are utilized or not utilized becomes clear from the following dismal
numbers.
A recent study reports that 39 percent of the district hospitals function as comprehensive,
emergency obstetric care (EOC) facilities. 64 percent of the Maternal and Child Welfare
Centers and 56 per cent of Thana Rural Health Centers render the minimum basic EOC
services. The crisis of maternity related deaths is concentrated in the countryside.
Roughly 7 out 10 of the below five age group are underweight, compared with 4 out of
10 in Sri Lanka. Over 90% of all children suffer some degree of under-nutrition. More
than one quarter of them are measurably undersized. 70% of mothers suffer from
nutritional anemia. Some 30000 children go blind due to Vitamin A deficiency and about
2 million suffer from iodine deficiency. Medical facilities in Bangladesh are very
inadequate to provide minimum basic treatment to its population. The total capacity of
the beds in Government hospitals and Health complexes is 34,000. Private hospitals and
clinics can accommodate 7500 patients. Dhaka is the capital of Bangladesh with a
population of nine million.
Although the capital city of Dhaka possesses a good number of relatively well-equipped
tertiary care institutions and sophisticated hospitals, the general low income population of
the city still does not have adequate provisions for general treatment. The Medical
College Hospitals and tertiary care institutions are over-burdened with patients and
hardly an acceptable standard of treatment can be provided due to rush of patients from
different parts of the country to these hospitals. There is lack of collaboration between
different authorities and agencies responsible for health care delivery and hence there is
inefficiency of management.
Bangladesh
There are hardly any qualified Doctors available in rural areas of Bangladesh where 80%
of the population live. Doctors posted in rural areas do not normally want to stay there, as
basic amenities like educational and recreational facilities are not available. The rural
health complexes constructed with relatively high cost can hardly attract Doctors from
cities, resulting in meager health service in rural areas and rush of rural patient in the over
crowded hospitals in cities.
For treatment in Bangladesh, the rural poor flock in city hospitals and well to do city
dwellers flies to neighboring countries. Although a number of private Medical Hospitals
and Clinics are being set up in the country, the number of patient going for treatment in
neighboring countries like India, Thailand and Singapore are increasing at an alarming
rate. The lesser availability of specialist Doctors in Bangladesh is compelling the patients
to make arduous and costly travel to foreign countries for treatment.
PRESENT STATUS OF PRIVATE HOSPITAL IN DIFFERENT

LOCATIONS
According to the Directorate of health there is 1160 government approved private

hospital in Bangladesh up to 31-12-05. Among those there are 349 private hospitals for
Dhaka city and 811 private hospitals rest part of the country.
Source :( Statistic; Directorate of health)

Number of private hospital for Dhaka city =349
Number of private hospital out side Dhaka city =811
Total Govt. approved private hospital =1160

Table1: Number of private hospital in Bangladesh
*Name of the hospitals with number of beds are attached at appendix
SERVICE QUALITY OF PRIVATE HOSPITALS

Bangladesh
Since private hospitals are not subsidized and depend on income from clients (i.e. market
incentives), they would be more motivated than public hospitals to provide quality
services to patients to meet their needs more effectively and efficiently. This premise was
supported. Patient perceptions of service quality and key demographic characteristics
were also used to predict choice of public or private hospitals.
With the growth of private health care facilities, especially in Dhaka city, it is important
to assess the quality of services delivered by these establishments. In particular, it is
important to determine how the quality of services provided by private clinics and
hospitals. If quality issues are being compromised by these establishments, it calls for the
reevaluation of policy measures to re define their role, growth and coverage, and to seek
appropriate interventions to ensure that these institutions are more quality focused and
better able to meet the need of the patients. A search of the literature suggests that such a
comparative study has not been undertaken. While anecdotal evidence suggests the
existence of serious service related problems in both sectors. (Andaleeb SS. School of
Business, Pennsylvania State University, Erie, USA.)
Service quality of private hospital is hampered because of not having the proper
equipment to provide the service. Adequate secondary or tertiary care is beyond the reach
of all but a very few people. Government hospitals are often little more than clinics, and
suffer from severe shortages of trained staff. There is a growing private hospital sector,
largely based in Dhaka, which caters for the well-off.
It is in the private sector where the most advanced services are located, and where almost
all the demand for advanced equipment will be found. Given the country's lack of
spending power, the medical equipment market, at around US$44 million, remains tiny in
comparison with the size of the population. Steadily improving economic performance,
combined with a general determination to boost the quality of healthcare, should lead to
steady, if unspectacular, market growth. There is very little local production of medical
equipment, so the market is heavily reliant on imports, often supplied in conjunction with
Bangladesh
aid projects. The appointment of a local agent will be necessary to achieve any lasting
presence in the Bangladeshi market. There are a number of these, usually based in Dhaka.
It has also been suggested that suppliers could use Calcutta, just across the border in
India, as a base, although this appears not to be a popular option at present. Foreign direct
investment is encouraged by the government, although it is difficult in practice; climate,
poor communications, power supplies and transport links make the establishment of local
operations nearly impossible.
A few multinationals, such as Braun or Siemens, have established a direct presence in

Bangladesh. Few Private hospitals and clinics will make individual purchasing
agreements. The private sector represents the best opportunity for selling advanced or
expensive equipment, although even here resources remain severely limited. Private
hospitals are located throughout the country, although the bulk of private resources are
concentrated in Dhaka.
Beside that the rest part of the country serves the patient with their backdated equipment.
Government spending will concentrate on more basic items, with larger tenders almost
always funded through international aid projects, which may well be tied to the donor
country. Tenders for equipment will usually be handled by the government, while those
for basic medical supplies will often be co-ordinate by aid agencies themselves.
(MDMR.net Country Reports Bangladesh Medical Market Intelligence Report)

Bangladesh
Information about the carelessness of Doctors in private Hospitals :( News
paper information research by CAB & HCRF, July 2003-Dec2004)
Case Date & source of Name & address Name of the Reasons Suspected Steps taken
no. Incident of victim private person and
hospital institution
01. 13 July, 2003 Shahin Akter Pahartali Get operated Dr.Mustura Case filed
The Daily Ittefuque Sumi pivate clinic in left eye Khatun
01September 2003 Age 8yrs instead of
right eye
02. 13 August,2003 Rasheda Begum Nazam clinic Died because Dr. Intekhab ------
The Daily Bornali, of wrong Alam
Janakantha Rajshahi operation
6 September 2003
03. 12 September, 2003. New born baby Azimpur Doctor’s ------ -------
The Daily Samdad of Nasima Maternity careless
14 December 2003 khatun Clinic
04. The Daily Jugantor Tanzina Comfort Stitch and Dr.Md.saiful Case filed
11September 2003 Hasanat Nursing dressing the Islam
home pvt. patient &
Ltd keeping goz Dr. Rahila
and scissor Khatun
inside the
patient
05. The Dailt Jugantor Bilkis Begum New Life New born ------ ------
15 March 2004 Age:33yrs Clinic baby died
Panchaguar because of
wrong and
carelessness
of doctor
06. The Daily Rickshaw puller Abedin Died for Dr. Mofizur Case filed
Jugantor,23 June Mizan Hospital wrong Rahman
Bangladesh
2004 private Ltd. operation at
lower abbes
07. 17 September Mustari Begum. Lab Aid Died Because Dr. Mariar Case filed
2004,The Daily wife of former Cardiac of wrong Hossain against 09
Janakantha IG of Police Hospital treatment Dr.Abdulla Al person
Masum, including the
Dr.pradip owner of the
Kumar hospital and
,Dr.A.P.M doctor and
shobabuzzaman claimed
Tk.11 cror
08. 12 October 2004 Nasima Begum New Died because Fake Doctor Case filed
The Daily Age:25yrs Maternity of heavy Dipali
Ittefaque,14 Clinic,Chan bleeding at
October 2004 khar pool the time of
delivery
Table 2: carelessness of doctors in different private hospitals

Bangladesh
Primary data are originated by a researcher for the specific purpose of addressing the
problem at hand. We collect the primary data from the respondents who give their
opinion by filling up the questionnaire of our research.
For our research to collect the data from primary source we have chosen three leading
private hospitals. They are Shomorita Hospital, Ibnesina Hospital and Salauddin Ash-
Shifa General Hospital. To find out the result first we did the Discussion with the
Decision Maker. In our research the Decision makers are the administration of those
hospitals. We went to the administration and talk with some administration staffs. We
talk about the service provided by those hospitals and their limitation on their services.
We followed the 7c’s while discussion the decision makers.
We also did Interview with the Experts. In our research, the experts are the people who
have done research in this arena of our study. We choose one faculty of East West
University who also had done a research on the health sector of our country. We also talk
with a researcher of public health. We take depth interview of them but it was an
unstructured personal interview. They were very cooperation with us by giving their
thought and ideas.

Bangladesh
To find the result from the consumer, we did the Pilot Survey. We did Pilot Survey. In
Pilot Survey we followed two types of research. These are Depth interview with the
customer and Focus Group Decision (FGD). We took the sample of 20 people from
different locations as well as from hospital premises and we talk with them and try to find
out the services they want from the hospitals that can make them satisfied.
We also did FGD (Focus group Decision). We took 12 students together and we talked
with them about their experiences and the problem they have faced while getting the
service from a private hospitals. FGD was held 6 March 2006 .We make a friendly and
relaxed environment while taking the interview with our respondents. In both cases we
recorded the interview either it is Depth interview or FGD (Focus group Interview).
For Depth Interview choose Faculty member of EWU (Pharmacy department),

Researcher of Public Health (Medicine), and Administered head of hospital. We asked
questions from different point of view so that they could cooperate with us.
For our depth interview we have taken samples from different locations with different age &
occupations
Characteristics of participants
Sl.no. Age(years) Sex Location Occupation
1 31 M Shomorita Hospital Businessman
2 28 M Shomorita Hospital Student
3 23 M Shomorita Hospital Student
4 38 F Shomorita Hospital Doctor
5 35 F EWU Faculty member
6 37 M Public Health Institute Researcher
7 28 F Health Institute Worker
8 22 M EWU Student
9 25 M EWU Student
10 25 F EWU Student
11 24 M EWU Student
12 25 M EWU Student

Bangladesh
13 24 F EWU Student
14 37 F Ibnesina Hospital Employer
15 28 M Bangladesh medical hospital Medical Student
16 29 F Bangladesh medical hospital Medical Student
17 28 F Bangladesh medical hospital Medical Student
18 42 M CAB Researcher
19 38 M Salauddin Ash-Shifa hospital Deputy Manager
20 60 M Shomorita Hospital Managing Director
Table 3: Respondents of Depth interview
Scaling technique
Scaling means applying measurement on continuum either vertically or horizontally. For

our research project we use itemized rating scale. In itemized scale respondents are
provided with a scale that has number or brief description associated with each category
and categories are ordered in terms of scale position , and the respondents are require to
select the specified category that best describe the object being rated. And from itemized
scale we chose Likert scale which is a five point scale requires the respondents to indicate
a degree of agreement or disagreement with each of statements about the stimulus
objects.
Questionnaire development and pretest

Bangladesh
We developed our questionnaire by using five point Likert scale. Our questionnaire is
divided in to three pages first page contains greeting and screening questions second page
contains five point Likert scale questions and third page contains respondent’s profile.
After pretest we developed our questionnaire based on the five dimensional Servqual
model to capture customer perceptions and expectation of service quality of private
hospitals of Bangladesh. (Questionnaire is attached in appendix)
Sampling technique
Sampling technique
For our research our target population is all the private hospitals in Bangladesh. Now
we divide our target population with the help of sample frame in to four sample units
those are North, South, East and West. Those are the four zones of our country. From a
particular sample unit every possible respondent is our sample element. As we are going
to conduct quantitative research for our sampling technique we will use probability
technique. From probability technique we will mainly use cluster sampling technique.
In our case sample elements are externally homogeneous and internally heterogeneous so
we have to use cluster random sampling.

Bangladesh
Determine the Sample size for our research: we identify the sample size for our
research by the following formula;
Sample size = ( ∂2× Ζ2)/d2 Here,

= {(25.5)2× (1.96) 2}/ (.05) 2 Standard deviation for project ( ∂) =25.5
=100 Area of level of confidence (z) = 95% or 1.96
Precision level (d) = (1-0.95) or .005
So our sample size for this project is 100.we will collect this sample from the sample
elements cluster sampling technique.
Field work
For any types of research field work is must. For our research we divide the job of field
work among our group members. As our research project is proposed to be conducted in
Dhaka city. So our main focus area will be the private hospital of DMC.
Field work plan:
Area that covered by our group members to collect the data by filling up 100
questionnaires for our research project is present below in a tabular form.
Name of the Member Area
Md.Nasimul Islam Motijheel, Tikatoli area

Ahasan Al Habib Mohakhali area
Ahmed Asif Gulshan area
Md.Mahmud Hasan Dhanmondi, Mirpur area
Tariqul Isalam DOSH and Mogbazar area
Md.Nasimul Alam Other
Bangladesh
Table 4: Area of respondents
Data Analysis
Methodology
Most of our scale is likert which is interval scale also. For our research project we used
parametric data analysis method. To test our hypothesis we have used one sample T-test.
Beside that to find the relationship between some variable we used independent sample
test beside that we use the mean of five dimension of Servqual model to find out the gap
score between perceptions and expectation of customer. And based on the result
statistical decision and marketing decision are developed.
Plan of data analysis
After we have collected the date we have to analyze the data to test hypothesis. For
analyze data we follow a sequential manner. As we used likert scale which is interval
scale we have to used parametric method of data analysis for our research
Plan for our data analysis;
To test each hypothesis we used one sample T test. To find out the gap score of service
dimension we used descriptive statistic in every dimension than compare the mean result
with the expected service of customers. To find the relationship among the dimensions
we used correlation analysis. To develop the graph we used frequency distribution
which is mainly used in case of non parametric method. We also did the statistical
analysis to find out the mean, median, mode and standard deviation for each service
dimension. In case of hypothesis test we consider the following two assumptions;
• Significant level > 0.05 accept null (H0) hypothesis

• Significant level < 0.05 accept alternate (H1) hypothesis
Bangladesh
Based on the results of our data analysis we made two types of decision one is statistical
decision and other is marketing decision.
Results
Reliability dimension:
Q1:
H0: hospitals promise to do something by certain time and don’t do.
H1: hospitals promises to do something by certain time and do.
∞=0.05
Statistical decision: since the probability (. 926) >.05 null (H0) hypothesis in accepted.
Marketing decision: Private Hospitals not able to maintain their promises with in certain
time period.
Q2:
H0: hospitals do not show sincere interest to solve the problems
H1: hospitals show sincere interest to solve the problems.
∞=0.05

Bangladesh
Statistical decision: since the probability (0.000) <.05 alternate (H1) hypothesis in
accepted
Marketing decision: Private Hospitals show sincere interest to solve the customer’s
problems.
Q3:
H0: hospitals do not perform the service at the right at the first time.
H1: hospitals perform the service at the right at the first time.
∞=0.05
Statistical decision: since the probability (0.258) >.05 null (H0) hypothesis in accepted
Marketing decision: Private Hospitals not able to perform the service at the first
encounter.
Q4:
H0: hospitals do not provide services at time it promises to do.

H1: hospitals provide services at time it promises to do.
∞=0.05
Statistical decision: Since the probability (0.150) >.05 null (H0) hypothesis in accepted
Marketing decision: Private Hospitals do not show sincere interest to solve the
customer’s problems.
Q5:
H0: hospitals do not informed customer when service will be performed.
H1: hospital informed customer when service will be performed.
∞=0.05

Bangladesh
Marketing decision: Private Hospitals do not informed customers when service will be
performed.
Responsiveness dimension:
Q1:
H0: hospitals do not give prompt service.
H1: hospitals give prompt service
∞=0.05
Marketing decision: Private Hospitals do not provide prompt service to their customers.
Q2:
H0: hospital does not willing to help the customers

H1: hospital always willing to help the customers
∞=0.05
Marketing decision: Private Hospitals do not help patients willingly.
Q3:
H0: hospitals are too busy to respond to customer request.

H1: hospitals are never too busy to respond to customer request.
∞=0.05

Bangladesh
Marketing decision: Private Hospitals are too busy to respond to their patients.
Assurance dimension:
Q1:
H0: Behaviors of the hospital’s employees are not good
H1: Behaviors of the hospital’s employees are good
∞=0.05
Statistical decision: Since the probability (0.013) <.05 alternate (H1) hypothesis in
accepted
Marketing decision: Behavior of the employees in private hospitals is good.
Q2:
H0: patients don’t feel safe in hospital.
H1: patients feel safe in hospital.
∞=0.05
Statistical decision: Since the probability (0.001) <0.05 alternate (H1) hypothesis in
accepted
Marketing decision: Patients feel safe in private hospitals.
Q3:
H0: Employees in the hospital don’t consistently courteous to patients
H1: Employees in the hospital consistently courteous to patients.
∞=0.05

Bangladesh
Marketing decision: Employees in the private hospital don’t consistently courteous to
patients.
Q4:
Ho: Employees of the hospital don’t have the knowledge to answer patient’s questions.
H1: Employees of the hospital have the knowledge to answer your patient’s questions.
∞=0.05
Marketing decision: Employees of the hospital don’t have enough knowledge to answer
patient’s questions.
Empathy dimension
Q1:
Ho: Hospital doesn’t give you individual attention.
H1: Hospital gives you individual attention.
∞=0.05
Statistical decision: Since the probability (0.039) <0.05 alternate (H1) hypothesis in
accepted
Marketing decision: Hospitals give individual attention to the patients.
Q2:
Ho: Hospital doesn’t have employees who give patient individual attention.
H1: Hospital has employees who give individual attention to patient
∞=0.05

Bangladesh
accepted
Marketing decision: Private Hospital has employees who give individual attention to
patients.
Q3
Ho: Hospital doesn’t have best interest at patient’s heart.
H1: Hospital has best interest at patient’s heart.
∞=0.05
accepted
Marketing decision: Private Hospital has best interest towards patients.
Q4
Ho: Employees don’t understand patient’s specific needs
H1: Employees understand patient’s specific needs
∞=0.05
accepted
Marketing decision: Employees of private hospitals understand patient’s specific needs
Tangible dimension
Q1
Ho: Hospitals don’t have modern looking equipment
H1: Hospitals have modern looking equipment
∞=0.05

Bangladesh
accepted
Marketing decision: Private Hospitals have modern looking equipment.
Q2
Ho: Hospital’s physical facilities are not visually appealing.
H1: Hospital’s physical facilities are visually appealing.
∞=0.05
accepted
Marketing decision: Hospital’s physical facilities are visually appealing to the patients.
Q3
Ho: Hospital’s employees appear are not neat.
H1: Hospital’s employees appear neat.
∞=0.05
accepted
Marketing decision: Private Hospital’s employees are neat and clean.
Q4:
Ho: Materials associated with the service are not visually appealing at hospital.
H1: Materials associated with the service are visually appealing at hospital.
∞=0.05

Bangladesh
Statistical decision: Since the probability (0.118) >0.05 null (H0) hypothesis in accepted
Marketing decision: Materials associated with the service are not visually appealing at
Private hospitals.
Q5
Ho: Hospitals do not maintain the visiting hours properly.
H1: Hospital maintain the visiting hours properly.
∞=0.05
Statistical decision: Since the probability (0.115) >0.05 null (H0) hypothesis in accepted
Marketing decision: Private hospitals not maintain their visiting hours properly.
Over all result of five dimensions on Servqual model:
Table: Gap score of dimension

Name of the Dimension Gape score
of Dimension
Reliability Dimension 1.988
Responsiveness dimension 2.11
Assurance dimension 1.86
Empathy dimension 2.325
Tangibles dimension 1.8
*See appendix for calculation of gap score
By seeing overall result of each dimension we can say that Gap of empathy dimension is
larger than compare to other dimensions. Than come the gap of responsiveness
Bangladesh
dimension, reliability dimension, assurance and finally tangible dimension of a private
hospital.
Correlations among five Dimension
Ho: There is no relationship between reliability dimensions and responsiveness dimension

H1: There is relationship between reliability dimensions and responsiveness dimension
∞=0.05
Result:
Statistic decision: Since 0.642 > 0.05 null hypotheses in accepted.

Marketing decision: There is no relationship between reliability dimensions and
responsiveness dimension. They are completely different.
Ho: There is no relationship between reliability dimensions and assurance dimension

H1: There is relationship between reliability dimensions and assurance dimension
∞=0.05
Results:
Statistical decision: Since 0.181 > 0.05 null hypotheses in accepted.
Marketing decision: There is no relationship between reliability dimensions and assurance
dimension. They are completely different.
Ho: There is no relationship between reliability dimensions and empathy dimension

H1: There is relationship between reliability dimensions and empathy dimension
∞=0.05

Bangladesh
Results:

Marketing decision: There is no relationship between reliability dimensions and empathy
Ho: There is no relationship between reliability dimensions and tangible dimension

H1: There is relationship between reliability dimensions and tangible dimension
∞=0.05
Results:

Marketing decision: There is no relationship between reliability dimensions and tangible
Correlations
MEAN_REL MEAN_RES MEAN_ASS MEAN_EMP MEAN_TAN

MEAN_REL Pearson Correlation 1.000 -.533 .819 .294 .247
Sig. (2-tailed) . .642 .181 .706 .689
N 5 3 4 4 5
MEAN_RES Pearson Correlation -.533 1.000 -.038 .460 .937
Sig. (2-tailed) .642 . .976 .696 .227
N 3 3 3 3 3
MEAN_ASS Pearson Correlation .819 -.038 1.000 .788 .352
Sig. (2-tailed) .181 .976 . .212 .648
N 4 3 4 4 4
MEAN_EMP Pearson Correlation .294 .460 .788 1.000 .351
Sig. (2-tailed) .706 .696 .212 . .649
N 4 3 4 4 4
MEAN_TAN Pearson Correlation .247 .937 .352 .351 1.000
Sig. (2-tailed) .689 .227 .648 .649 .
N 5 3 4 4 5

Bangladesh
Table of correlation among five
dimensions
Correlations among reliability dimension and responsiveness dimension is -.533 that

means correlation is negative and low but not perfectly negative. And the Correlations
among reliability dimension and rest three dimension is positive but not perfectly
positive. In case of assurance correlation is 0.819 which is grater than .60 so correlation
between reliability and assurance is high. On the other hand in case of empathy and
tangible dimension correlation is 0.294 and 0.247 respectively so both of them have low
correlation with reliability dimension. That means if there is any improved in reliability
dimension assurance, empathy and tangible dimension will also improve but not
improved at a rate of reliability dimension improved.
Limitation and caveats
Limitation of the research:
We have faced some limitation while preparing our first assignment. As our assignment
is private hospital service in Bangladesh for our assignment it became very difficult for
us to gather the data from the Directorate of Health .They are not very cooperate. The
latest data of 2005 are not available, as those are not final. Much of information is
collected on the basis of secondary data.

Bangladesh
The limitation of our project is;
• We are not having enough time to conduct this research in wide area because of
our 3 month semester.
• Funds for conducting this research are also limited for us because of newcomer in
the market.
• Management is not so helpful they are not providing actual information regarding
our assignment.
• Besides there is some confusion regarding the accuracy of secondary they have
provide us.
• Not all of them are cooperative to give the data.
• Some respondents not cooperative to fill up the questionnaire.
Conclusion
Private hospital culture is not that much rich in our country. At the end of seventies and
early eighties this private medical service has drawn attention of public. But in the early
stage establishing of a private hospital was not as easy as now a day. But for the
participation of business people, government and people of allover from the society have
enriched this culture. In this short journey of this sector has been facing a lot of problems.

Bangladesh
But now this private sector is providing 78%-80% of health service. So we cannot ignore
the service of private hospital in our daily life.
health service from Govt. hospital. Although the government has the capacity to provide
60% service, they cannot do it just for the corruption and in active function of that
administration. So People are in trouble because of the mismanagement and lack of
availability of better health service. For this reason people are going abroad mainly in
India to get better service. As a result, our country losing huge amount of foreign
currency. Every day at least 2000 people are going to India. 60% of them are going to get
better health service so in every year about 4.5 lac people are going to India for health
service and they spend about Tk.1250 cror. But Govt. allocating hundred cror taka for
health sector in each year. Although Government is spending huge amount of money
because of the mismanagement and corruption people are not able to get better health
service. For this reason different people and organizations are encouraged to invest in this
health sector. So the future of private hospitals in our country is bright. But they have to
provide better service with minimum possible price so that both parties become happy.
Recommendations
To eliminate those gap private hospitals (see appendix for calculation of gap score) first
emphasize on the empathy which means hospital as well as individual employees should
give attention to the patients by understanding their specific needs than responsiveness of
doctors as well as nurses should be improved by willing to help the patients and also by
providing prompt service to the patients. Than reliability of the hospitals should be
improved by keeping the promises with in certain time, by informing the patients when
Bangladesh
and where service will be given. And improving the behavior of employees, and their
knowledge to answer the patients query will improved the assurance of the private
hospitals and finally maintaining proper visiting hours, visually appealing of service
materials will increase the tangibles dimension of private hospitals. Beside that
following factor will increase the service quality of private hospitals:
• Qualified and specialized doctors in different fields should be recruited.

• Institutional practice should be introduced for the doctors.
• Health service users feel there is a lack of accountability for service providers
they have nowhere to turn to with their complaints. Strong directives and example
setting from the top are necessary to halt preferential treatment for elites in health
services. So there should proper process of transparency and accountability.
• There should be flexible and proper health policy so that it can support our large
number of people.
• Hospital waste should be managed in proper way so that in can’t effect our
environment.
• Modern equipment should be available to provide better service.
• Referral Lab Facilities should be introduced though out the country.
• Research facilities should develop in all the private Hospitals.
• Full time doctors should be recruited to provide better service in private hospitals.
• Cost should be matched with income level of our people as well as service of the
hospitals.
• More private hospital should be established in rural areas to provide the health
service at root level.
• Foreign investment in health sector should be encouraged more.
• Proper training program on health care should be arranged so that hospital’s staff,
nurses can provide quality service to patient.
• Hospitals should not be established in commercial places.
• Finally, corruption should be removed from this health sector to serve better.
Bangladesh
• Health Insurance facility should be practiced in our country
• Doctors and stuffs should get training at a regular interval
• Govt. should withdraw the tax of importing the hospital equipments
• Hospitals should have proper building design.
• The mentality of private hospital management, doctors and stuffs should be more
service oriented rather than profit oriented.
• They should try to keep the cost as low as possible to reach all class of people.
• Government should update the Private Hospitals Act

Bangladesh
0 0 0 0 1
Dear Sir/Madam,
We are from East West University. We are going to conduct a research project on
“service quality of private hospitals”. It is noted that all the information will be
kept confidential and will be used only for our academic purposes. We highly
appreciate you opinions. It will require only 4 or 5 minutes Thank you. Have a
nice day.
1. Have you ever gone to a private Hospital? Coding

only for
Analysis of Service Quality Of Private Hospitals In 42 researcher
Bangladesh
YES=1
NO=2
Yes No
2. For what purpose you went to the hospital……………………
Coding
only for
3. Do you face any kind of problem at that hospital? researcher
Yes No YES=1
NO=2
4. Do you think private hospital should charge high for their service? Coding
only for
Yes No researcher
YES=1
NO=2
5. Are you satisfy with there service?
Yes No
Coding
only for
researcher
YES=1
NO=2
Please give your answer with in 1-5 scale boxes by marking the number (√) which one is
appropriate for you. If any question is not applicable for you please mark on zero (0). In
scale 5= Strongly Agree, 4=Agree, 3=Neutral, 2= Disagree, 1= Strongly Disagree and 0=
Not applicable.
Coding Strongly Agree Neutral Disagree Strongly Not

Agree Disagree applicable
About the reliability of 5 4 3 2 1 0
Hospital
1. When hospital promises to
do something by a certain
time, it does so.
2. When you have problem

Bangladesh
doctors and nurse shows a
sincere interest in solving it.
3. Doctor and nurse perform
the service right the right time.
4. Hospital provides its
service at the time it promise
to do so.
5. Hospital authority keeps
customers informed about
when service will be
performed.
About the Responsiveness of
Hospital
1. Doctors and nurses give
you prompt service.
2. Employees in that hospital
are always willing to help
you.
3. Nurse and word boy of the
hospital are never too busy to
respond to your request.
About the Assurance of the
hospital
1.Behavior of the employee in
hospital are good
2.You feel safe in that hospital
3. Employees in the hospital

consistently courteous to you.
4. Employees of the hospital

have the knowledge to answer
your questions.
About the Empathy of the Strongly Agree Neutral Disagree Strongly Not
hospital. Agree Disagree applicable
5 4 3 2 1 0
1. Hospital gives you
individual attention.
2. Hospital has employees
who give you individual
attention.
3. Hospital has your best
interest at heart.
4.Employees understand your
specific needs

Bangladesh
About the Tangibles of the
hospital
1.Hospital has modern
looking equipment
2. Hospital’s physical
facilities are visually
appealing.
3. Hospital’s employees
appear neat.
4. Materials associated with
the service are visually
appealing at hospital.
5. Hospital maintain the
visiting hours properly.
Name of the respondent:
Age: Gender: M / F
Education background: School College University Others
Occupation: Govt.Service Private Service Business Others
Monthly Income: Tk.0 to Tk.10, 000 Tk.11, 000 to Tk 20,000
Tk.21, 000 to 30,000 Tk.31, 000 to Tk, 40,000
Tk.41, 000 to above
References:
Text:
Service Marketing by VALARIE A. ZEITHAML AND MARY JO BITNER
Statistic; Directorate of health)

Bangladesh
Journals:
Shastho – chikitsha seba: Bangladesh Halchitra by Shamsuzzha, information officer CAB
THE BANGLADESH OBSERVER - Md Saiful Haque)
The Daily Nation –zia ahmed)
Akter N, Hussain Z, Trankler J, Parkpian P. Urban Environmental Engineering Program,

School of Environment, Resource and Development, Asian Institute of Technology, GPO
Box 4, KlongLuang, Pathumthani 12120, Thailand.
MDMR.net Country Reports Bangladesh Medical Market Intelligence Report
Bangladesh health nutrition and population Evaluation
Websites:
www.Banglapedia.com
www.en.wikipedia.org/wiki/Hospitals
WWW.HYPERDECTIONARY.COM)
www.w3.whosea.org/EN/Section313/Section1515_6925.htm
www.ncbi.com
www.ncbi.nlm.nih.gov/entrez/query.fcgi?cmd=Retrieve&
db=PubMed&list_uids=10731240&dopt=Abstract –
Building for medical care: an institution where people receive medical, surgical, or
psychiatric treatment and nursing care.
(http://encarta.msn.com/dictionary_1861618848/hospital.html)
http://www.bangladeshgateway.org/hospital.php
http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?CMD=Display&DB=pubmed

Bangladesh
Bangladesh
One Sample T-test for Reliability Dimension:
For promises completed timely:

Bangladesh
One-Sample Statistics
Std. Error
N Mean Std. Deviation Mean
percentage of promises
100 3.01 1.07 .11
completed in timely
111
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
.094 99 .926 1.00E-02 -.20 .22
completed in timely
percentage of promises completed in timely
Cumulative
Frequency Percent Valid Percent Percent
Valid Not applicable 3 3.0 3.0 3.0
Strongly Disagree 6 6.0 6.0 9.0
Disagree 18 18.0 18.0 27.0
Netural 35 35.0 35.0 62.0
Agree 36 36.0 36.0 98.0
strongly Agree 2 2.0 2.0 100.0
Total 100 100.0 100.0

Bangladesh
percentageof promises completed intimely
40
30
20
Percent
10
0
Not applicable Disagree Agree
Strongly Disagree Netural stronglyAgree
percentageof promises completedintimely
Rate of showing Interest

Std. Error
rate of showing interest 100 3.37 .90 8.95E-02
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
rate of showing interest 4.134 99 .000 .37 .19 .55

Bangladesh
rate of showing interest
Cumulative
Valid Notapplicable 1 1.0 1.0 1.0
Disagree 17 17.0 17.0 18.0
Netural 30 30.0 30.0 48.0
Agree 47 47.0 47.0 95.0
Strongly agree 5 5.0 5.0 100.0
Total 100 100.0 100.0
rateof showing interest

50
40
30
20
Percent
10
0
Notapplicable Disagree Netural Agree Strongly agree
rateof showinginterest
For doing right service
Std. Error
percentage of
100 2.89 1.02 .10
doing right service

Bangladesh
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
percentage of
-1.074 99 .285 -.11 -.31 9.32E-02
doing right service
percentage of doing right service
Cumulative
Valid not applicable 1 1.0 1.0 1.0
strongly disagree 4 4.0 4.0 5.0
Disagree 37 37.0 37.0 42.0
Netural 24 24.0 24.0 66.0
Agree 31 31.0 31.0 97.0
strongly agree 3 3.0 3.0 100.0
Total 100 100.0 100.0
percentageof doingright service

40
30
20
Percent
10
0
not applicable Disagree Agree
stronglydisagree Netural stronglyagree
percentageof doingright service
For keeping promises

Bangladesh
Std. Error
percentage of
100 2.83 1.17 .12
keeping peomises
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
percentage of
-1.450 99 .150 -.17 -.40 6.27E-02
keeping peomises
percentage of keeping peomises
Cumulative
Valid Not applicable 6 6.0 6.0 6.0
disagree 29 29.0 29.0 38.0
Netural 30 30.0 30.0 68.0
agree 28 28.0 28.0 96.0
Total 100 100.0 100.0

Bangladesh
percentageof keepingpeomises
40
30
20
Percent
10
0
Not applicable disagree agree
percentageof keepingpeomises
For inform customer when service will be available
Std. Error
Inform customer whem
100 2.96 .99 9.94E-02
service available
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
-.402 99 .688 -4.00E-02 -.24 .16
service available
Inform customer whem service available
Cumulative
Valid strongly disagree 5 5.0 5.0 5.0
disagree 32 32.0 32.0 37.0
netural 29 29.0 29.0 66.0
agree 30 30.0 30.0 96.0
Total 100 100.0 100.0

Bangladesh
Informcustomer whemservice available
40
30
20
10
Percent
0
strongly disagree netural strongly agree
disagree agree
Informcustomer whemservice available
One Sample T-test for Responsiveness Dimension:
For prompt service

Std. Error
percentage of giving
100 2.97 .98 9.79E-02
prompt service
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
-.306 99 .760 -3.00E-02 -.22 .16
prompt service

Bangladesh
Statistics
percentage of rate of respond rate

giving prompt willingness to of patiant's
service povide service request
N Valid 100 100 100
Missing 0 0 0
Mean 2.97 2.83 2.87
Median 3.00 3.00 3.00
Mode 4 2 3
Std. Deviation .98 .97 1.06
percentageof givingprompt service

40
30
20
Percent
10
0
disagree agree
percentageof givingprompt service
For willingness to provide services
Std. Error
rate of willingness
100 2.83 .97 9.75E-02
to povide service

Bangladesh
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
rate of willingness
-1.744 99 .084 -.17 -.36 2.35E-02
to povide service
rate of willingness to povide service
Cumulative
disagree 34 34.0 34.0 41.0
Netural 30 30.0 30.0 71.0
agree 27 27.0 27.0 98.0
Total 100 100.0 100.0
rateof willingness topovide service

40
30
20
Percent
10
0
strongly disagree Netural strongly agree
disagree agree
rateof willingness topovideservice
For respond to patients request
Std. Error
respond rate of
100 2.87 1.06 .11
patiant's request

Bangladesh
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
respond rate of
-1.226 99 .223 -.13 -.34 8.04E-02
patiant's request
respond rate of patiant's request
Cumulative
disagree 26 26.0 26.0 36.0
netiral 34 34.0 34.0 70.0
agree 26 26.0 26.0 96.0
Total 100 100.0 100.0
respondrateof patiant's request

40
30
20
Percent
10
0
not applicable disagree agree
strongly disagree netiral strongly agree
respondrateof patiant's request
One Sample T-test for Assurance Dimension:
For behavior of employees

Bangladesh
Std. Error
behavior of
100 3.23 .91 9.08E-02
employees in hospital
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
behavior of
2.532 99 .013 .23 4.97E-02 .41
employees in hospital
behavior of employees in hospital
Cumulative
disagree 22 22.0 22.0 24.0
nrtural 31 31.0 31.0 55.0
agree 41 41.0 41.0 96.0
Total 100 100.0 100.0
behavior of employees in hospital

50
40
30
20
Percent
10
0
strongly disagree nrtural strongly agree
disagree agree
behavior of employees inhospital

Bangladesh
For feeling safe
Std. Error
feeling safe in
100 3.37 1.04 .10
the hospital
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
feeling safe in
3.554 99 .001 .37 .16 .58
the hospital
feeling safe in the hospital
Cumulative
disagree 16 16.0 16.0 20.0
netural 29 29.0 29.0 49.0
agree 40 40.0 40.0 89.0
strongly agree 11 11.0 11.0 100.0
Total 100 100.0 100.0

Bangladesh
feelingsafeinthehospital
50
40
30
20
Percent
10
0
stronglydisagree netural stronglyagree
feelingsafeinthehospital
For employee’s consistently courteous
Std. Error
employees are
100 2.88 1.02 .10
consistently courteous
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
employees are
-1.179 99 .241 -.12 -.32 8.20E-02

Bangladesh
employees are consistently courteous
Cumulative
disagree 25 25.0 25.0 31.0
netural 43 43.0 43.0 74.0
agree 23 23.0 23.0 97.0
Total 100 100.0 100.0
employees areconsistently courteous

50
40
30
20
Percent
10
0
stronglydisagree netural strongly agree
employees areconsistently courteous
For employee know the answer of patients questions
Std. Error
employees knowlede to
100 3.08 .93 9.29E-02
answer the questions
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
.862 99 .391 8.00E-02 -.10 .26

Bangladesh
employees knowlede to answer the questions
Cumulative
disagree 13 13.0 13.0 20.0
netural 46 46.0 46.0 66.0
agree 32 32.0 32.0 98.0
Total 100 100.0 100.0

50
40
30
20
Percent
10
0
One Sample T-test for empathy Dimension:

For hospital’s attention to patients
Std. Error
rate of individual attention
100 2.81 .91 9.07E-02
given to a patiant

Bangladesh
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
-2.095 99 .039 -.19 -.37 -1.01E-02
given to a patiant
rate of individual attention given to a patiant
Cumulative
disagree 31 31.0 31.0 38.0
netural 36 36.0 36.0 74.0
agree 26 26.0 26.0 100.0
Total 100 100.0 100.0

40
30
20
10
Percent
0
strongly disagree disagree netural agree
For individual employees attention towards patients

Bangladesh
Std. Error
rate of individual
100 2.72 .99 9.86E-02
employee give attention
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
rate of individual
-2.841 99 .005 -.28 -.48 -8.44E-02
rate of individual employee give attention
Cumulative
disagree 29 29.0 29.0 41.0
netural 35 35.0 35.0 76.0
agree 23 23.0 23.0 99.0
Total 100 100.0 100.0
rateof individual employeegiveattention

40
30
20
Percent
10
0
disagree agree
rateof individual employeegiveattention

Bangladesh
For hospital having best interest at heart towards employees
Std. Error
hospital having best
100 2.44 1.04 .10
interest at heart
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
-5.396 99 .000 -.56 -.77 -.35
interest at heart
hospital having best interest at heart
Cumulative
disagree 28 28.0 28.0 48.0
netural 37 37.0 37.0 85.0
agree 15 15.0 15.0 100.0
Total 100 100.0 100.0

Bangladesh
40
30
20
10
Percent
0
strongly disagree netural
For understanding specific needs
Std. Error
rate of understanding
100 2.73 1.14 .11
specific needs
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
-2.359 99 .020 -.27 -.50 -4.29E-02
specific needs

Bangladesh
rate of understanding specific needs
Cumulative
disagree 32 32.0 32.0 43.0
netural 27 27.0 27.0 70.0
agree 28 28.0 28.0 98.0
strobgly agree 2 2.0 2.0 100.0
Total 100 100.0 100.0
rateof understandingspecific needs

40
30
20
Percent
10
0
stronglydisagree netural strobgly agree
rateof understandingspecific needs
One Sample T-test for Tangible Dimension:

For hospital’s modern looking
Std. Error
hospital's modern
100 3.51 .97 9.69E-02
looking equipments

Bangladesh
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
hospital's modern
5.262 99 .000 .51 .32 .70
looking equipments
hospital's modern looking equipments
Cumulative
Valid disagree 22 22.0 22.0 22.0
netural 17 17.0 17.0 39.0
agree 49 49.0 49.0 88.0
strongly agree 12 12.0 12.0 100.0
Total 100 100.0 100.0
hospital's modernlookingequipments
60
50
40
30
20
Percent
10
0
disagree netural agree strongly agree
hospital's modernlookingequipments
For visually appealing of physical facilities

Bangladesh
Std. Error
percentage of
physical facilities 100 3.29 1.16 .12
visually appealing
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
percentage of
physical facilities 2.506 99 .014 .29 6.04E-02 .52
visually appealing
percentage of physical facilities visually appealing
Cumulative
disagree 21 21.0 21.0 26.0
netural 22 22.0 22.0 48.0
agree 41 41.0 41.0 89.0
strongly agree 11 11.0 11.0 100.0
Total 100 100.0 100.0

Bangladesh
percentageof physical facilities visuallyappealing
50
40
30
20
Percent
10
0
stronglydisagree netural stronglyagree
percentageof physical facilitiesvisuallyappealing
For cleanliness of employees
Std. Error
cleanniness of
100 3.27 .95 9.52E-02
employees
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
cleanniness of
2.836 99 .006 .27 8.11E-02 .46
employees

Bangladesh
cleanniness of employees
Cumulative
disagree 19 19.0 19.0 21.0
netural 35 35.0 35.0 56.0
agree 37 37.0 37.0 93.0
Total 100 100.0 100.0
40
30
20
Percent
10
0
For visual affect of service materials

Std. Error
service materials
100 3.14 .89 8.88E-02
are visual

Bangladesh
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
service materials
1.577 99 .118 .14 -3.62E-02 .32
are visual
service materials are visual
Cumulative
disagree 25 25.0 25.0 26.0
netural 38 38.0 38.0 64.0
agree 31 31.0 31.0 95.0
Total 100 100.0 100.0

50
40
30
20
Percent
10
0
disagree agree
For maintaining visiting hours

Bangladesh
Std. Error
percentage of maintaining
100 2.79 1.32 .13
visiting hours
One-Sample Test
Test Value = 3
95% Confidence
Interval of the
Mean Difference
-1.590 99 .115 -.21 -.47 5.20E-02
visiting hours
percentage of maintaining visiting hours
Cumulative
disagree 26 26.0 26.0 45.0
netural 16 16.0 16.0 61.0
agree 32 32.0 32.0 93.0
Total 100 100.0 100.0
percentage of maintaining visiting hours

40
30
20
Percent
10
0
percentageof maintainingvisitinghours

Bangladesh
Statistical Analysis of Servqual model
For Reliability dimension

Statistics
percentage Inform
of promises rate of percentage percentage customer
completed in showing of doing right of keeping whem service
timely interest service peomises available
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.01 3.37 2.89 2.83 2.96
Median 3.00 4.00 3.00 3.00 3.00
Mode 4 4 2 3 2
Std. Deviation 1.07 .90 1.02 1.17 .99
For Responsiveness dimension

Statistics
percentage of rate of respond rate

giving prompt willingness to of patiant's
service povide service request
N Valid 100 100 100
Missing 0 0 0
Mean 2.97 2.83 2.87
Median 3.00 3.00 3.00
Mode 4 2 3
Std. Deviation .98 .97 1.06
For Assurance dimension

Statistics
employees employees
behavior of are knowlede to
employees feeling safe in consistently answer the
in hospital the hospital courteous questions
N Valid 100 100 100 100
Missing 0 0 0 0
Mean 3.23 3.37 2.88 3.08
Median 3.00 4.00 3.00 3.00
Mode 4 4 3 3
Std. Deviation .91 1.04 1.02 .93

Bangladesh
For Empathy dimension
Statistics
rate of
individual rate of hospital rate of
attention individual having best understandi
given to a employee interest at ng specific
patiant give attention heart needs
N Valid 100 100 100 100
Missing 0 0 0 0
Mean 2.81 2.72 2.44 2.73
Median 3.00 3.00 3.00 3.00
Mode 3 3 3 2
Std. Deviation .91 .99 1.04 1.14
For Tangible dimension
Statistics
percentage
hospital's of physical
modern facilities service percentage of
looking visually cleanniness materials maintaining
equipments appealing of employees are visual visiting hours
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3.51 3.29 3.27 3.14 2.79
Median 4.00 4.00 3.00 3.00 3.00
Mode 4 4 4 3 4
Std. Deviation .97 1.16 .95 .89 1.32

Bangladesh
Gap Score of Dimensions
Mean of reliability dimension:
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation

100 0 5 3.01 1.07
completed in timely
rate of showing interest 100 0 5 3.37 .90
percentage of doing
100 0 5 2.89 1.02
right service
percentage of keeping
100 0 5 2.83 1.17
peomises
100 1 5 2.96 .99
service available
Valid N (listwise) 100
Mean of reliability = (3.01+3.37+2.89+2.83+2.96) / 5

= 15.06 / 5
= 3.012
Gap score of reliability dimension= Expected service – perceived service

= 5- 3.012
= 1.988
Mean of responsiveness dimension:

100 1 5 2.97 .98
prompt service
rate of willingness to
100 1 5 2.83 .97
povide service
respond rate of
100 0 5 2.87 1.06
patiant's request
Mean of responsiveness = (2.97+2.83+2.87) / 3

Bangladesh
= 2.89
Gap score of responsiveness dimension= Expected service – perceived service

= 5 – 2.89
= 2.11
Mean of Assurance dimension:

behavior of employees
100 1 5 3.23 .91
in hospital
feeling safe in the
100 0 5 3.37 1.04
hospital
employees are
100 0 5 2.88 1.02
100 0 5 3.08 .93
Mean of Assurance = (3.23+3.37+2.88+3.08) / 4

= 3.14
Gap score of Assurance dimension= Expected service – perceived service

= 5 – 3.14
= 1.86
Mean of Empathy dimension:

100 1 4 2.81 .91
given to a patiant
rate of individual
100 1 5 2.72 .99
100 0 4 2.44 1.04
interest at heart
100 0 5 2.73 1.14
specific needs

Bangladesh
Mean of Empathy = (2.81+2.72+2.44+2.73) / 4
= 2.675
Gap score of Empathy dimension= Expected service – perceived service

= 5 – 2.675
= 2.325
Mean of Tangibles dimension:

hospital's modern looking
100 2 5 3.51 .97
equipments
percentage of physical
facilities visually 100 0 5 3.29 1.16
appealing
cleanniness of
100 0 5 3.27 .95
employees
service materials are
100 1 5 3.14 .89
visual
100 0 5 2.79 1.32
visiting hours
Mean of Tangibles = (3.51+3.29+3.27+3.14+2.79) / 5

= 3.2
Gap score of Tangibles dimension= Expected service – perceived service

= 5 – 3.2
= 1.8

Bangladesh

Analysis of Service Quality of Private Hospital in Bangladesh

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Analysis of Service Quality of Private

Analysis of Service Quality Of Private Hospitals In 1

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Analysis of Service Quality Of Private Hospitals In 2

As part of your MKT-414 course you are requested to do a research project.

Analysis of Service Quality Of Private Hospitals In 3

Table6:One Sample T-test for Reliability Dimension 49-53

Table12: statistical analysis For Responsiveness 71

Table13: statistical analysis For Assurance 71

Table14: statistical analysis For Empathy 72

Table15: statistical analysis For Tangible 72

Table16: descriptive statistic for reliability dimension 73

Analysis of Service Quality Of Private Hospitals In 5

Back ground of the problem:

Analysis of Service Quality Of Private Hospitals In 7

“Patients are not satisfied with the service of Private Hospitals in

Approach to the problem:

Types of research design:

Research design explains the way research is conduct. As we conduct quantitative

Analysis of Service Quality Of Private Hospitals In 8

Analysis of Service Quality Of Private Hospitals In 9

HOSPITAL: An institution that provides medical, surgical, or psychiatric care and

Analysis of Service Quality Of Private Hospitals In 10

A health facility where patients receive treatment

TYPES OF HOSPITALS IN BANGLADESH

Analysis of Service Quality Of Private Hospitals In 11

The vital part of private health service can be mentioned:

PRESENT STATUS IN BANGLADESH

Analysis of Service Quality Of Private Hospitals In 14

PRESENT STATUS OF PRIVATE HOSPITAL IN DIFFERENT

According to the Directorate of health there is 1160 government approved private

Source :( Statistic; Directorate of health)

Total Govt. approved private hospital =1160

SERVICE QUALITY OF PRIVATE HOSPITALS

Analysis of Service Quality Of Private Hospitals In 16

A few multinationals, such as Braun or Siemens, have established a direct presence in

Analysis of Service Quality Of Private Hospitals In 18

Analysis of Service Quality Of Private Hospitals In 20

Analysis of Service Quality Of Private Hospitals In 21

For Depth Interview choose Faculty member of EWU (Pharmacy department),

Analysis of Service Quality Of Private Hospitals In 22

Scaling means applying measurement on continuum either vertically or horizontally. For

Questionnaire development and pretest

Analysis of Service Quality Of Private Hospitals In 23

Analysis of Service Quality Of Private Hospitals In 24

Sample size = ( ∂2× Ζ2)/d2 Here,

Field work plan:

Name of the Member Area

Md.Nasimul Islam Motijheel, Tikatoli area

Plan of data analysis

• Significant level > 0.05 accept null (H0) hypothesis

Analysis of Service Quality Of Private Hospitals In 27

H0: hospitals do not provide services at time it promises to do.

Analysis of Service Quality Of Private Hospitals In 28

H0: hospital does not willing to help the customers

H0: hospitals are too busy to respond to customer request.

Analysis of Service Quality Of Private Hospitals In 29

Analysis of Service Quality Of Private Hospitals In 30

Analysis of Service Quality Of Private Hospitals In 31

Analysis of Service Quality Of Private Hospitals In 32

Analysis of Service Quality Of Private Hospitals In 33

Over all result of five dimensions on Servqual model:

Table: Gap score of dimension